{"id":9953,"date":"2017-05-10T20:57:23","date_gmt":"2017-05-10T18:57:23","guid":{"rendered":"https:\/\/www.gpec.ro\/blog\/?p=9953"},"modified":"2017-05-29T08:34:38","modified_gmt":"2017-05-29T06:34:38","slug":"peter-kloibhofer-competence-call-center-canalele-digitale-vor-face-posibila-crearea-unui-omnichannel-care-sa-ofere-clientului-o-experienta-de-comunicare-coerenta-video","status":"publish","type":"post","link":"https:\/\/www.gpec.ro\/blog\/peter-kloibhofer-competence-call-center-canalele-digitale-vor-face-posibila-crearea-unui-omnichannel-care-sa-ofere-clientului-o-experienta-de-comunicare-coerenta-video","title":{"rendered":"Peter Kloibhofer, Competence Call Center: Canalele digitale vor face posibil\u0103 crearea unui omnichannel care s\u0103 ofere clientului o experien\u021b\u0103 de comunicare coerent\u0103 | VIDEO"},"content":{"rendered":"<div class=\"fcbkbttn_buttons_block\" id=\"fcbkbttn_left\"><div class=\"fcbkbttn_like \"><div class=\"fb-like fb-like-button_count\" data-href=\"https:\/\/www.gpec.ro\/blog\/peter-kloibhofer-competence-call-center-canalele-digitale-vor-face-posibila-crearea-unui-omnichannel-care-sa-ofere-clientului-o-experienta-de-comunicare-coerenta-video\" data-colorscheme=\"light\" data-layout=\"button_count\" data-action=\"like\"  data-size=\"small\"><\/div><\/div><\/div><p><a href=\"https:\/\/youtu.be\/vlzkElKjNXo\"><img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-9954 size-medium\" src=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/05\/Peter-Kloibhofer-Competence-Call-Center-GPeC-Summit-2016-300x164.jpg\" alt=\"Peter Kloibhofer Competence Call Center GPeC Summit 2016\" width=\"300\" height=\"164\" srcset=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/05\/Peter-Kloibhofer-Competence-Call-Center-GPeC-Summit-2016-300x164.jpg 300w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/05\/Peter-Kloibhofer-Competence-Call-Center-GPeC-Summit-2016.jpg 803w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><strong>Automatizarea anumitor procese \u00een <em>e-commerce\u00a0<\/em>a devenit \u00een ultimii ani\u00a0un subiect tot mai important la GPeC Summit \u0219i \u00een industrie \u00een general. Totu\u0219i, abordarea uman\u0103 din spatele unei strategii <em>customer centric<\/em> n-a pierdut niciodat\u0103 teren, iar serviciile de <em>customer\u00a0care <\/em>s-au diversificat \u0219i \u00eembun\u0103t\u0103\u021bit tocmai pentru a face clien\u021bii s\u0103 simt\u0103 c\u0103 \u00een spatele\u00a0<em>business<\/em>-ului cu care interac\u021bioneaz\u0103 se afl\u0103 oameni care se pun cu adev\u0103rat \u00een locul lor atunci c\u00e2nd le rezolv\u0103 o problem\u0103. Despre <em>customer<\/em>\u00a0<em>care<\/em> \u00een era digital\u0103 am vorbit cu\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/peterkloibhofer\">Peter Kloibhofer<\/a>, Customer Relations Management at <a href=\"https:\/\/www.yourccc.com\/ro\/\" target=\"_blank\">Competence Call Center<\/a>. V\u0103 invit\u0103m s\u0103 urm\u0103ri\u021bi interviul realizat la GPeC Summit Noiembrie 2016.<\/strong><!--more--><\/p>\n<p>\u2022 Cre\u0219terea\u00a0<em>e-commerce<\/em>-ului rom\u00e2nesc duce la o nevoie tot mai mare a magazinelor\u00a0<em>online<\/em> nu doar de a \u201ec\u00e2\u0219tiga\u201d mai mul\u021bi clien\u021bi, ci \u0219i de a p\u0103stra c\u00e2t mai mul\u021bi. Astfel, satisfac\u021bia clien\u021bilor este tot mai important\u0103, iar serviciile de\u00a0<em>call center<\/em>\u00a0asigura contactul direct cu ei.<\/p>\n<p>\u2022 Chiar \u0219i \u00een calitate de partener extern, este foarte important ca atunci c\u00e2nd prelu\u0103m partea de\u00a0<em>customer\u00a0support<\/em>\u00a0s\u0103 prelu\u0103m \u0219i <strong>cultura companiei<\/strong>. A\u0219a reu\u0219im s\u0103 punem <strong>clientul \u00een centrul tuturor ac\u021biunilor<\/strong>.<\/p>\n<p>\u2022 Recomand\u0103m parteneriate strategice <strong>pe termen lung<\/strong> &#8211; nu doar \u00een cazul unor evenimente (cum este <a href=\"https:\/\/www.gpec.ro\/blog\/cifre-si-statistici-de-la-black-friday-2016-emag-2-performant-f64-si-alte-magazine-online\" target=\"_blank\"><strong>Black Friday<\/strong><\/a>) &#8211; c\u00e2nd vine vorba de externalizarea acestor servicii pentru a permite o bun\u0103 evaluare a\u00a0<em>feedback<\/em>-ului din partea clien\u021bilor \u0219i \u00eembun\u0103t\u0103\u021birea serviciilor prin \u00een\u021belegerea lui.<\/p>\n<p>\u2022\u00a0<em>E-commerce<\/em>-ul este acum un important catalizator al <strong>inova\u021biei<\/strong> \u00een zona de\u00a0<em>customer support<\/em>.\u00a0Folosirea canalelor digitale pentru aceste servicii va face posibil\u0103 crearea unui <em><strong>omnichannel<\/strong><\/em> care s\u0103 ofere clientului o experien\u021b\u0103 de\u00a0comunicare<em>\u00a0<\/em>coerent\u0103,\u00a0indiferent de unde se va purta discu\u021bia.<\/p>\n<p><iframe loading=\"lazy\" width=\"910\" height=\"512\" src=\"https:\/\/www.youtube.com\/embed\/vlzkElKjNXo?feature=oembed\" frameborder=\"0\" allow=\"autoplay; encrypted-media\" allowfullscreen><\/iframe><\/p>\n<p><em>Nu ai timp s\u0103 urm\u0103re\u0219ti acest video? Salveaz\u0103-l pentru mai t\u00e2rziu!<\/em><\/p>\n<hr \/>\n<h2><\/h2>\n<h2>\u00censcrie magazinul t\u0103u online \u00een Competi\u021bia GPeC 2017<a href=\"http:\/\/www.gpec.ro\/inscriere-competitia-magazinelor-online\/\" target=\"_blank\"><img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-9316 size-medium\" src=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/04\/BANNER-nl-competitia-gpec-2017-286x300.jpg\" alt=\"BANNER-nl-competitia-gpec-2017\" width=\"286\" height=\"300\" srcset=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/04\/BANNER-nl-competitia-gpec-2017-286x300.jpg 286w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/04\/BANNER-nl-competitia-gpec-2017.jpg 824w\" sizes=\"auto, (max-width: 286px) 100vw, 286px\" \/><\/a><\/h2>\n<p>Vrei un audit complex de site at\u00e2t pe varianta Desktop, c\u00e2t \u0219i pe Mobile? \u00ce\u021bi audit\u0103m site-ul \u0219i \u00eentreaga prezen\u021b\u0103 online prin peste 150 de criterii. Cei peste\u00a020 de speciali\u0219ti\u00a0din juriul GPeC 2017 \u00ee\u021bi vor spune exact unde excelezi \u0219i mai ales, ce poate fi \u00eembun\u0103t\u0103\u021bit la site-ul t\u0103u\u00a0pentru a cre\u0219te rata de conversie.<\/p>\n<p>\u2192 <strong><a href=\"http:\/\/www.gpec.ro\/\" target=\"_blank\">\u00censcrie-te acum \u00een Competi\u021bia GPeC 2017<\/a>!\u00a0Ultima zi \u00een care te po\u021bi \u00eenscrie: 31 mai, ora 23:59.<\/strong><\/p>\n<p>\u00cen plus,\u00a0prime\u0219ti <strong>Marca de \u00cencredere TRUSTED.ro<\/strong>, \u00eempreun\u0103 cu sistemul de feedback <a href=\"https:\/\/feedback.trusted.ro\/\" target=\"_blank\"><strong>Opinii de \u00cencredere<\/strong><\/a> (gratuit pentru 12 luni).<\/p>\n","protected":false},"excerpt":{"rendered":"<div class=\"fcbkbttn_buttons_block\" id=\"fcbkbttn_left\"><div class=\"fcbkbttn_like \"><div class=\"fb-like fb-like-button_count\" data-href=\"https:\/\/www.gpec.ro\/blog\/peter-kloibhofer-competence-call-center-canalele-digitale-vor-face-posibila-crearea-unui-omnichannel-care-sa-ofere-clientului-o-experienta-de-comunicare-coerenta-video\" data-colorscheme=\"light\" data-layout=\"button_count\" data-action=\"like\"  data-size=\"small\"><\/div><\/div><\/div><p>Automatizarea anumitor procese \u00een e-commerce\u00a0a devenit \u00een ultimii ani\u00a0un subiect tot mai important la GPeC Summit \u0219i \u00een industrie \u00een general. Totu\u0219i, abordarea uman\u0103 din spatele unei strategii customer centric n-a pierdut niciodat\u0103 teren, iar serviciile de customer\u00a0care s-au diversificat \u0219i \u00eembun\u0103t\u0103\u021bit tocmai pentru a face clien\u021bii s\u0103 simt\u0103 c\u0103 \u00een spatele\u00a0business-ului cu care interac\u021bioneaz\u0103 se afl\u0103 oameni care se pun cu adev\u0103rat \u00een locul lor atunci c\u00e2nd le rezolv\u0103 o problem\u0103. Despre customer\u00a0care \u00een era digital\u0103 am vorbit cu\u00a0Peter Kloibhofer, Customer Relations Management at Competence Call Center. V\u0103 invit\u0103m s\u0103 urm\u0103ri\u021bi interviul realizat la GPeC Summit Noiembrie 2016.<\/p>\n","protected":false},"author":11,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[89],"tags":[696,215],"class_list":["post-9953","post","type-post","status-publish","format-standard","hentry","category-interviurile-gpec","tag-competence-call-center","tag-interviu-gpec"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/9953","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/users\/11"}],"replies":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/comments?post=9953"}],"version-history":[{"count":4,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/9953\/revisions"}],"predecessor-version":[{"id":10012,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/9953\/revisions\/10012"}],"wp:attachment":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/media?parent=9953"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/categories?post=9953"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/tags?post=9953"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}